BISMA Learner Complaints Policy
Introduction
BISMA is committed to delivering high-quality training, assessment, and learner support. This policy sets out the process by which learners may raise complaints about the quality of service or process provided by BISMA. Complaints are handled professionally, confidentially, and in a timely manner.
This policy forms part of the terms under which learners enrol with BISMA.
Purpose and Aims
This policy aims to:
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Provide learners with a clear and fair route to raise concerns about BISMA’s services or processes
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Ensure complaints are investigated objectively and without bias
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Protect learners from victimisation or discrimination when raising genuine concerns
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Use complaints constructively to support continuous improvement
Scope of This Policy
This policy applies to complaints relating to the delivery of services or processes, including:
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Teaching, tutoring, or learning support
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Staff conduct or professionalism
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Facilities, equipment, or learning resources
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Administrative or support services
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Communication or information provided to learners
Matters Not Covered by This Policy
The following matters are not dealt with under this Complaints Policy:
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Assessment decisions or assessment outcomes (managed under the Learner Appeals Policy)
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Safeguarding concerns (managed under the BISMA Safeguarding Policy)
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Disciplinary action, sanctions, suspension, or exclusion decisions (managed under the Learner Sanctions, Disciplinary & Exclusion Policy)
Responsibilities
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Learners are encouraged to raise concerns as early as possible
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BISMA staff will manage complaints professionally, fairly, and without retaliation
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Complaints will, where reasonably practicable, be reviewed by a person not directly involved in the matter
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Conflicts of interest will be identified and managed appropriately
Complaints Procedure
Stage 1 – Informal Resolution
Learners should initially raise concerns informally with the relevant staff member or a BISMA representative as soon as reasonably practicable. BISMA aims to resolve issues quickly and amicably at this stage.
Stage 2 – Formal Complaint
If the matter is not resolved informally, the learner may submit a formal complaint in writing by email or post.
The complaint should include:
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Learner name and contact details
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Qualification and course details
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A clear description of the concern
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Relevant dates, individuals involved, and any supporting evidence
BISMA will:
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Acknowledge the complaint within 5 working days
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Investigate the matter fairly and proportionately
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Provide a written response within 15 working days
Stage 3 – Internal Review
If the learner remains dissatisfied, they may request an internal review by a senior member of staff not previously involved (for example, the Head of Teaching or an equivalent role).
A final written response will be issued following the review.
External Escalation
Where appropriate, and depending on the nature of the complaint, learners may be advised of relevant external routes, including the awarding organisation or other appropriate bodies.
Confidentiality and Records
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Complaints will be treated confidentially and shared only where necessary for investigation
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Records of complaints and outcomes will be retained securely for a minimum of 18 months, or longer where required by regulatory or awarding-organisation requirements
Monitoring and Review
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Complaints will be monitored for recurring themes and quality-improvement opportunities
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This policy is reviewed annually or earlier if required by regulatory changes or feedback
